As a Reporting and Delivery Lead within Performance, Reporting, & Insights (PRI) Team, you will work with the Head of PRI Team, and various key stakeholders across the business to deliver the reporting needs of Service Operations.
Key to this role is building relationships and collaborating with Service Operations stakeholders to execute the strategy outlined by the Head of Performance, Reporting and Insights. Gathering and documenting requirements, challenging wants vs needs, and ensuring that requests meet PRI design principles. The Service Operation Reporting & Insight will be driven from the need for operational oversight, improving efficiency and developing self‑service insight capability.
Having a strong understanding of Contact Centre Operations combined with demonstrated success around design, delivery, and implementation of reporting and MI solutions will be critical for this role. At times, the role will include supporting the business solve business problems by using data and by providing descriptive, diagnostic, and prescriptive analytics and insights.
Job Responsibilities
* Deliver end-to-end reporting requirements to operations which includes intake/requirements gathering, solution prototyping, dependency and backlog management, change management, QA/testing, and solution re‑certification.
* Lead small delivery squads to execute requirements gathering on new and enhancement requests, ad hoc analytics, address reporting issues, ensuring adherence to development lifecycle, change control, and documentation standards.
* Provide coaching, mentoring, and development opportunities for direct reports and create a high‑performing, highly‑engaged, and supportive culture within the immediate team.
* Create and define the requirement and delivery roadmap and prioritization working alongside the senior stakeholders and their own squad.
* Acquire relevant approvals (DUC) in processing and displaying data.
* Understand gaps in data feeds or requirements and work with external teams to onboard/ingest new data.
* Build strong relationship with internal and external stakeholders.
* Proactively provide ‘’value‑add’’ to the business by telling a story behind the numbers through analysis and insights.
* Synthesize data and translate that into usable information and provide recommendations that would help the business make decisions.
Required Qualifications, Capabilities, and Skills
* Minimum 7 years in Reporting / Business Analysis / Data-related domain.
* Minimum 2 years leadership experience.
* Relationship and stakeholder management.
* Requirements gathering, business and technical requirements documentation, solution prototyping.
* Coaching, mentoring, team building, and overall performance management.
* Scrum and use of JIRA/Confluence on managing work stack. Excellent user of MS Office products (Powerpoint, Excel, etc).
* Data visualisation and ability to tell a compelling story using analytics (i.e. MS Powerpoint). Excellent oral and written communication and presentation skills.
* Excellent organisational skills and has a strong ability to manage own workload and deliverables.
* Strong understanding of the uses of data, data skills, and data tools.
* Strong problem‑solving aptitude and idea generation, with the ability to go from conceptualization to execution.
* Ability to articulate complex data to non‑data users in a way that would be easily understood.
Preferred Qualifications, Capabilities, and Skills
* SQL/MSQL, Tableau, Looker, Salesforce Einstein/CRMA Analytics, Python, Big Data, AWS Redshift, Datalake – certification in 1 or a combination of these tools will be a huge plus.
* Scrum Product Owner or Scrum Master certification.
* Awareness of and/or exposure the use of automation & AI tools to improve data flows and data visualisation, e.g. LLM, Alteryx, etc.
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